Customer Service Representative

Located in Needham, MA

Our client, a full-service commercial laundry distributor, is looking for a Customer Service Representative to join their team in Needham.

The Customer Service Representative/Dispatcher is responsible for converting incoming calls into booked service appointments and assigning them to available technicians. This role requires strong customer service skills, professionalism, and the ability to prioritize and schedule calls efficiently. The CSR/DSR should be goal-oriented, energetic, and empathetic toward customers while supporting the service department's overall success.

Pay: $22.00-$25.00/hour

Responsibilities:

• Answer incoming service calls with professionalism using company prepared scripts to assist with product/service selection
• Schedule, confirm, and follow up on service/estimate appointments; make outbound calls to survey completed work and conduct customer 'happy calls'
• Dispatch service technicians efficiently, maintaining up-to-date routes and ensuring fair distribution of work while meeting company incentive goals
• Manage customer concerns with empathy and resolve issues effectively, while maintaining accurate customer files, pricing, promotions, and service details
• Provide fast, friendly service to both internal and external customers, supporting brand policies and mentoring less experienced representatives as needed
• Collaborate with management and technicians to ensure smooth operations and the best customer outcomes

Qualifications and Experience:

• 2+ years of customer service or dispatch experience (preferably in a service industry)
• Experience using scheduling, dispatch, or CRM software a plus
• Basic sales ability to convert incoming calls into booked appointments
• Excellent communication and phone etiquette skills
• Strong attention to detail with accurate data entry
• Meet the assigned performance metrics

#3368OS

Express Office: Waltham-Framingham

326 Washington Street Annex

Second Floor

Wellesley Hills, MA 02481